Jolla Phone update - final payments status Batch 1, 2 and 3

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226

I am currently waiting for confirmation as to whether the shipping procedure has started. However, my question is of a formal nature. I do not understand your accounting method for the voucher itself, which could potentially cause issues for either you or me.

On December 12, I ordered a “Jolla Phone Pre-order Voucher” (batch 2) and requested a 0% VAT intra-community supply invoice issued to my company, including my EU VAT ID (Poland), as required. This has not been provided; I only have an invoice issued to an individual, which cannot be legally recorded in my company’s accounts.

The invoice for my final order is correct (it includes the required company details), and it reflects the pre-order as a discount of €97.02. However, I would prefer both invoices to be consistent.

Thank you.

227

Yes, at this adress : Jolla | Tablet refund

I received in 2021 a personal link getting me directly on my account.

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228

Sorry, I didn’t realize we were doing the engineer, physicist and mathematician bit. Lemme try again:

“All I know is that at least one table refund was sent, and that refund was for at least one half of the purchase price.”

229

afraik it was half the tablets were refunded fully, half 50% and given a discount on sfos license purchase covering most, did you get the discount?

and I guess half delivered (was lucky to be in this batch), so of the half undelivered half was (as above)

230

I also got 2 emails after my batch #1 purchase is fully paid 2 weeks ago.

231

They did :frowning: and had no filter worth mentioning on their side, for better or worse.

Well, that was just a wild guess, reaching for a straw. I don’t have any other ideas atm, so let’s hope Jolla gets it sorted before it becomes a problem e.g. with delivery.

232

Hello and good day!
I pre-ordered a Jolla Phone in January 2026 and subsequently received a five-digit order number.
On 15 April 2026, I received an email asking me to finalise the order.
I must admit that 1. English is not my first language, 2. I am fast approaching 60, and 3. I am not a tech-savvy person.

With that said, and having followed the instructions step by step to the best of my ability, I ordered the desired accessories and completed the purchase without being able to enter my order number, which was waiting in the clipboard. I received another order number, different from the original one.
On 28 April 2026, I was reminded to complete my purchase using the original order number.

I am faced with the choice of trying again, with the likely result of having two orders in progress, or letting it go, thereby risking the transfer of the deposit I have already paid.

I find the ordering process too complicated and confusing, and if I feel this way, other potential customers are likely to share my view.

It is therefore of little use to link to an even more detailed FAQ, as suggested in the email.

Three questions for the forum:

How can I now successfully complete my order in a single transaction using the original order number?

How can I then cancel the second order (afterwards!, because otherwise I will probably be pushed even further back in the queue?!)?

Is it possible to simplify the ordering process for people who simply want to purchase a forward-looking product?

Best regards from Germany

Susanne

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233

After pre-order payment: “Order #11693 confirmed”

“It’s time to complete your Jolla Phone order PRE-ORDER 11693”

After payment of phone and accessories “Order #21060 confirmed”

So, the order number do not stay the same through the process

(you do not need to use “order number” but your personal discount code, a long one, when you finalize your order)

Edit: that reminding e-mail, that I got, was using the pre-order number (#11693), even after finalising my purchase and receiving confirmation with order number #21060 already.

Just if this will help your thoughs.

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234

Hello @Haikkiap,
is your comment a reply to my post (I can’t see that)?
If so, thank you for that.
Yes, I applied the discount by entering the discount code during checkout and was subsequently given a new order number. This completed order was also confirmed to me and I received an invoice after payment.
However, I now have two entries in the shop: one for the pre-order and one for the order.
Despite having completed the purchase, last Tuesday I received another request to complete the purchase, using the order number from the pre-order.

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235

Yes, it was reply to you (system does not seem to include to whom it was replied, as it was the next post).

I used by mistake different emails for pre-order and final payment, so I can see them in two separate e-mail accounts. However, the discount of pre-order 99€ was deducted in the final payment, so I can forget the pre-order “account”

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236

Hallo Susanne, herzlich willkommen im Forum!

Receiving different order numbers is fine, as these are different orders. As noted by @heikkiap above, you should have used your personal “discount code”/pre-payment voucher in the check-out. The old order number is not needed when you finalize your order for the phone.

You can’t and you don’t need to, since you have already ordered everything you want.

Edit: Below you wrote that you have in fact used the code, so all is good.

However, when I read between the lines, I get the impression that you didn’t apply the “discount code” and so paid too much for the phone. Please see the FAQ on how to proceed.

I’m sorry that you got that impression, as you would in fact have found answers there.

Please instead check the FAQ.

MfG Erik

PS
Thank you for taking the effort to writing in English, which is the preferred language in this forum.

If you wish to discuss in German, you should use this thread: Talk about SailfishOS in German 2 - Unterhalte dich über SailfishOS auf Deutsch

However, you need to be aware that this is a mixture of many topics and may be hard to follow at times. Also, sticking with English helps more people here, as that is the language most of us are familiar with.

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237

The reminder said that you should complete your order unless you hadn’t already, but that sentence did confuse a number of people. Please see the FAQ, which has this covered among the top questions, and in a way that may be less confusing

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238

Sorry, I missed this piece of information, since you posted it while I was replying to you. So please disregard my advice to contact Jolla in this matter. There is nothing more to do, since you have ordered everything you want and also have applied the “discount” code.

Edit: Updated my reply above to reflect this information

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239

Thank you for your detailed feedback.
To summarise: my order has been finalised with an updated order number, even though I received a second (!) email reminder using the pre-order number two weeks after the purchase was completed.
Please bear with me if I am concerned about the whereabouts of more than 600 euros, which I earned through my own work and invested. Thank you.

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240

A new phone costs a substantial sum of money for most people, so I understand that you are eager to get things right. No problem!

Everything should be fine with your order and your summary looks correct. Do have a look at the FAQ if you still wonder you got a reminder for something you think was already done.

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241

I see that you have already received really good answers from other users, but I will try to compile the answers to all your questions into one reply.

The first order number you receive is the pre-order number (don’t worry if it’s larger than expected, pre-order numbers didn’t start with 1) and the new larger order number you receive is the actual order number for your phone. Although you’re effectively placing one two-step order, technically these are separate orders and separate numbers help troubleshoot issues.

Your queue position is determined by your pre-order number, and once you have paid the remaining amount of your order on time, you cannot lose your place in the queue. At best, your position can improve, if those ahead of you cancel their orders, or defer payment until a later time.

No, Jolla said this was due to the store platform they use and its limitations. It also doesn’t help that they’re doing a pre-order, where you pay part upfront and the rest later (with discount code), rather than paying for the phone all at once when you pre-order.

Edit: In my opinion, the ordering process was not very complicated, but the language barrier can be a problem for some people, and we also can’t forget about people who rushed to complete their orders as soon as they saw the email (even before they read the entire email), or didn’t scroll down the order page to add all the extras they wanted to add to their original order.

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242

I hope after the current batch Jolla changes their preorder method to something simple.
Add the phone and whatever else in your cart for full price like any other product, and just an indicator that says devices will be shipped “month X”.

This voucher system did its job but I can’t imagine this going on forever. Or at least I hope it’s not going to be forever for the sake of our mental health and theirs as well.

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243

I had no problem at all (batch #1). Maybe something wrong with me :face_with_monocle:. My friend had no problems either. Just surprised with those heaving problems with completing process. Only a little disappointed no flip case was (and still isn’t) available.
Regarding pre-orders and voucher. I guess this is the price for us leaving at the edge. We are all in obscured niche with provider heaving very limited resources and absolutely no time to make process easier, smooth, well tested and polished. We’d all like many thing to be more perfected, but IMO what we get is already usable. I’m very privacy oriented and I know I have to pay (sometimes high) price for it.

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244

The problems with the store platform are likely due to the fact, that the store page was made for future full-price sales, and these personalized discount codes and access links are just a bubblegum fix to solve the one-time pre-order problem.

No one would have guessed, that people would be so impatient with emails and the ordering process, that it would cause problems for so many people. While reading these discussions about the ordering process sometimes makes you question your faith in humanity, it’s important to remember, that thousands of people managed to order what they wanted on the first try.

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245

I didn’t have any problems either, but looking at the forum for the last 2 months and Jolla saying constantly that they are swamped emails shows that there is a huge problem.
It’s sad for people that encountered issues, it’s sad for Jolla cause they have to spend a considerable amount time with multiple support emails, and honestly speaking it’s sad that this forum became zendesk support channel.

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